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John Willmott

John is CEO of NelsonHall, the leading business process services (BPS) and IT services (ITS) research and analysis firm, and is widely regarded as one of the world's leading authorities on achieving business transformation through the application of BPS.

HCL: Transforming Design-to-Fulfillment Media Operations for UBM

Case Study

by John Willmott

published on May 31, 2016

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Report Overview:

This NelsonHall case analyzes HCL’s engagement with UBM to transform their fulfillment media operations. 

Who is this Report for:

This case study outlines the engagement between HCL and UBM in transforming their fulfillment media operations and is designed for:

  • Sourcing and operational managers monitoring the capabilities of existing suppliers of s BPS services
  • Vendor marketing, sales, and business managers looking to compare themselves against industry examples
  • Financial analysts and investors specializing in the support services sector.

Scope of this Report:

The report provides details of HCL’s engagement with UBM to transform their fulfillment media operations, including details of:

  • The background and UBM’s initial business challenges
  • The services provided and nature of the service transformation performed
  • The steps undertaken in the transition
  • The contractual approach used
  • The benefits achieved.

Key Findings & Highlights:

This Business Process case study illustrates a number of key aspects. It shows that:

  • An initial “lift-and-shift” can be used to finance process and technology transformation
  • Segmentation of processes eliminates the need for having specialist skills and increases the proportion of standard “horizontal” activities; it can have a major impact in improving process scalability and reducing process costs
  • A common content workflow for print and digital products can make a major contribution to collaboration and reporting as well as work scheduling
  • It is possible to move to a variable-cost per transaction pricing model while simultaneously achieving a significant cost reduction.

Table of contents:

Table of contents:

  • Summary
  • Background & Business Challenge
  • Proposed Solution
  • Transition
  • Governance Model
  • Results

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